Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joseph Gonzales

Customer Service Professional
Indianapolis,IN

Summary

Versatile Customer Service Manager with 22 years of experience in customer service, hospitality, food & beverage, sales & marketing. A combination of desire, focus, determination, knowledge, and energy enable the ability to deliver exceptional experience and service through collaboration, teamwork, productivity and accountability. Efficiently executing all tasks in a professional manner while maintaining a high level of service and quality. Goal oriented, developing and adapting to best serve family, community, and employer however possible . Authorized to work in the US for any employer.

Overview

24
24
years of professional experience
5
5
years of post-secondary education

Work History

Customer Care Representative

Lowes Home Improvement
Indianapolis, IN
08.2020 - Current
  • Delivering effective, customer-centric support across multiple channels of communication while supporting all contact center programs.
  • Navigating several computer systems simultaneously and multitasking efficiently in order to accurately input data while gathering necessary information to address customer inquiries.
  • Listening attentively to customers in order to fully understand their needs, adapting in-moment and being resourceful to resolve problems.
  • Utilizing available resources and strong judgment to determine best course of action and/or optimal solution while interacting with customers through any channel by which customers may choose to engage Lowe's.
  • Determining and assisting with all customer needs, including: purchase needs, status inquiries, service needs, feedback on store experience, or general inquiries.
  • Providing adequate information and explanation to customers regarding products, offerings, services, pricing information, and all other customer questions.
  • Recognizing and acting on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions.
  • Leveraging problem solving skills in order to resolve increasingly complex problems.
  • Practicing continuous learning and self-development by remaining actively engaged in ongoing learning of Lowe's business and Contact Center resources in order to effectively carry out activities.

Food & Beverage Supervisor

Sodexo/Centerplate, Indiana Convention Center & Lucas Oil Stadium
Indianapolis, IN
05.2019 - 11.2021
  • Ensured availability and exceptional quality of all beverages served on premises, consistent under Sodexo/Centerplate standards, as well as state codes and regulations.
  • Managed inventory controls, cash management, POS systems, payroll, scheduling, training, and operational excellence through implementation and oversight of systems, policies, and employee training programs.
  • Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
  • Effectively supervised and supported department employees within 50+ bars and portables, private lounges and clubs, 139 executive suites and other outlets where beverage service is available.
  • Organized the preparation, set up, and teardown of all Food & Beverage events and functions hosted at Lucas Oil Stadium, including home game events for the Indianapolis Colts and Indy Eleven

Assistant General Manager

Mimi Blue Restaurants
Indianapolis, IN
09.2018 - 03.2019
  • Managed operations with passion, integrity, and knowledge while promoting culture and values of Mimi Blue.
  • Implemented new company policies and procedures by developing plans and instructing staff.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Provided daily direction and feedback to trainers and staff to achieve financial and structural goals.
  • Consistently reviewing operations and staff to identify strengths and opportunities for improvement.
  • Create positive guest experience by delivering high level of service, ensuring all staff are engaging to best understand needs and expectations of their customers and guests.

Food & Beverage Manager

Hawthorn's Golf & Country Club
Fishers, IN
04.2017 - 09.2018
  • Continuously directed the oversight, operational management, and day-to-day operations of the Food & Beverage program to exceed standards and uphold guidelines as outlined by ownership and membership.
  • Hired, trained, and lead staff on path to establish and preserve exceedingly high levels of customer service, product quality while complying with all health and safety regulations.
  • Efficiently and effectively identified customer and member needs, with means and ability to respond proactively and productively.
  • Executed, monitored, and managed inventory, facilities, finance budgeting/forecasting, scheduling, training, and menu development to ensure operational success
  • Kept register accurate through correct billing, payment processing, and cash management practices.
  • Cross-trained in other kitchen positions to support staff and meet customer needs and demands.

General Manager

Carlo's Bakery, The Sweet Room
Uncasville, CT
09.2015 - 09.2016
  • Successfully supervised and directed staff members between retail bakery and Sweet Room during and after grand opening of retail location inside Mohegan Sun Casino.
  • Promoted to Co-GM within 6 months, maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Provided daily direction and feedback to trainers and staff to achieve financial and structural goals.
  • Consistently reviewed operations and staff to identify strengths and opportunities for improvement
  • Created positive guest experience by delivering high level of service, ensuring all staff are engaged focused, educated, and equipped to best understand needs and expectations of customers and guests.
  • Directly responsible for all proper accounting, inventory, scheduling, training, operations, public relations, social media, and marketing.
  • Developed and implemented strategies, working directly with Mohegan Sun Casino's Operations and Marketing teams to increase sales and profitability.

Dining Services Manager

Colorado Golf Club
Parker, CO
03.2013 - 04.2015
  • Managed and maintained formal dining room, with catered atmosphere for exclusive members and their guests
  • Directed and executed all F&B services, formal, exclusive and large-scale events including more than 125,000 spectators and club members attending the 2013 Solheim Cup
  • Maintained and supervised all quick service outlets, including snack bar, beverage carts, and private event spaces
  • Consistently established new ways to improve and adapt scheduling, staffing, organization, efficiency, and maintenance
  • Responsible for all proper accounting, inventory systems, and member relations.

Education

Associate of Science - Computer Science

Arapahoe Community College
Littleton, CO
05.2004 - 05.2006

High school diploma - General Studies

Elizabeth High School
Elizabeth, CO
01.2001 - 05.2004

Skills

Account Managementundefined

Timeline

Customer Care Representative

Lowes Home Improvement
08.2020 - Current

Food & Beverage Supervisor

Sodexo/Centerplate, Indiana Convention Center & Lucas Oil Stadium
05.2019 - 11.2021

Assistant General Manager

Mimi Blue Restaurants
09.2018 - 03.2019

Food & Beverage Manager

Hawthorn's Golf & Country Club
04.2017 - 09.2018

General Manager

Carlo's Bakery, The Sweet Room
09.2015 - 09.2016

Dining Services Manager

Colorado Golf Club
03.2013 - 04.2015

Associate of Science - Computer Science

Arapahoe Community College
05.2004 - 05.2006

High school diploma - General Studies

Elizabeth High School
01.2001 - 05.2004

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Joseph GonzalesCustomer Service Professional